Q. I've got an account but can't remember my password/my password is not recognised. What do I do next?
A. If you have forgotten your login password we will send you an e-mail message containing a new password. Simply click on the link on the ‘Welcome, please sign in’ page.
Q. How do I subscribe to the newsletter?
A. To subscribe to the newsletter you have to register with us by clicking on ‘My Account’, registering your details and choosing the subscribe to newsletter option.
Q. How do I unsubscribe to the newsletter?
A. If you have selected to receive our newsletters and details of new products and special offers you can opt to unsubscribe to this service at any time by sending an email to firstname.lastname@example.org.
Q. How do I place an order?
A. Browse our website, choose the products you want to purchase and click on the 'buy now' button. Click on 'Continue Shopping' to keep browsing the site. When you have finished shopping click on the 'Checkout' button to proceed to the checkout.
Please note for next working day delivery, orders must be received by 2pm Mon - Fri, Orders received by 2pm on a Friday will be delivered on the Monday. Orders received at the weekend will be delivered on the Tuesday. We do not despatch or deliver on bank holidays. Next day delivery service is not available for Northern Ireland, Scottish Highlands & Islands, Scilly Isles, Isle of Man, Channel Islands.
Q. Can I pay by cheque or cash?
A. If you prefer not to order through our website or you wish to pay by cheque, please email us at email@example.com and we will be happy to email or fax you an order form.
Payment by cash can only be made if you are collecting goods directly from our premises. Products need to be ordered in advance so they are made ready for collection.
Q. How does the Message Card and Tag get completed?
A. Type a clear description of the message you want on the Message Card in the box provided at the checkout, and we will transfer your message onto a Message Card for inclusion. You can choose to leave the box blank and write the Tag yourself if you so wish.
Q. What if some of the items ordered are not in stock?
A. Our website should not allow you to complete an order for products that are out of stock. If it does then we will contact you immediately and offer you a refund, an alternative product or advise you of the likely wait.
Q. Can I swap items in box?
A. Yes! If you would like to swap one or more items in a box, or if one of our standard products isn’t quite right, or you'd like to us to put together something special just for you, simply click on Create your own and tell us what you'd like!
Q. Will the package received be exactly as seen on the website?
A. We do our best to ensure the product information on www.cocooncollection.co.uk is correct however, we reserve the right to change information, specifications and descriptions of listed goods at any time. We also reserve the right to substitute individual items in a box with those of a similar nature and value.
Q. How is my order delivered?
A. The delivery method used is based on the size, weight and value of the order. We will either use Parcelforce, a courier service or Royal Mail.
Q. Can I send to multiple delivery addresses in one order?
A. If you wish to send packages to different addresses you will need to place separate orders.
Q. My order was sent back as the recipient was not expecting it.
A. If a recipient is not expecting a delivery, they may refuse the package if they believe it was sent to them in error. If it is returned to us as 'refused delivery', we will contact you asking if you would like to cancel the order and receive a refund for the goods sent (P&P costs paid are non-refundable), or if you prefer to re-send the order to the original or an alternative address. There is an additional cost for re-sending the item/s. You may also want to let the recipient know that a surprise is on the way.
Q. I haven't received my order - what happens next?
A. Please either call us on 01604 780525, or email us at firstname.lastname@example.org quoting your order number so we can find out what has gone wrong, and rectify it.
Q. Do you deliver at weekends?
A. Yes, we can deliver on Saturdays if you place your order before 2pm on Friday. Saturday delivery is £9.99, and you can select Saturday delivery as your preferred delivery option during the checkout process. Sunday and bank holiday deliveries are not available.
Q. Can you deliver to a BFPO address?
A. Yes, we offer delivery to BFPO addresses. BFPO delivery can take up to a week, or sometimes longer, and we are unable to guarantee any delivery deadlines using this service. Delivery costs £3.99 per parcel sent. Simply go through the online checkout as normal and select our Standard delivery service.
Q. Can you deliver to a PO Box?
A. Regrettably, for security reasons we cannot deliver to PO Box numbers.
Q. Can I arrange a specific date for delivery of my order?
A. This option is currently under development, as we realise our customers may want to order something for people to be delivered in the future. If you wish to pre-order please either call us on (01604 780525) or email us at email@example.com and we will do our best to help you. Alternatively, state your preferred delivery date in the 'delivery comments' area during the online checkout, and we will deliver as near to your requested date as possible. Selecting a delivery date is not available if you choose our Standard delivery option (£2.99).
Q. I'm under 18 - can I buy alcohol from your website as a present for someone who is over 18?
A. No, you must be over the age of 18 to buy anything containing alcohol, regardless of who the intended recipient is. We reserve the right to decline orders for products containing alcohol if we have reason to suspect that the sender or recipient is under 18.
Q. I'm over 18, but I want to buy a gift containing alcohol for a recipient that is under 18 - is that OK?
A. No, you must be over the age of 18 to buy or receive anything containing alcohol. We reserve the right to decline orders for products containing alcohol if we have reason to suspect that the sender or recipient is under 18.
Q. Can I collect direct from you to avoid delivery charges?
A. Arrangements can be made for you to collect your goods from our premises. Goods should be ordered in advance. To do this you will be required to bring 2 forms of identification and your order confirmation. Any delivery cost added at the website checkout to a card transaction will be refunded to you once the goods are collected. We will automatically make this refund back to card from which the original payment was made.
Q. What countries do you deliver to?
A. We deliver to UK addresses, and selected international destinations. The UK includes England, Northern Ireland, Scotland, and Wales. We deliver to home or business addresses. Please note that in some areas of the UK we are unable to offer a next day service. These areas include Northern Ireland Scottish Highlands & Islands Scilly Isles, Isle of Man, Channel Islands.
For international deliveries, simply see our international deliveries web page for information on pricing, timescales and countries we deliver to.
Q. Can I cancel my order?
A. You can cancel your order providing we have not already despatched the goods. If you need to cancel an order please call us on 01604 780525 or email us at firstname.lastname@example.org quoting your order number. If the items have already been despatched please follow the advice in our ‘Returns Policy’ section.
Q. Can I get a refund?
A. Our returns and refunds policy means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you have simply changed your mind, you can return it to us provided it is unused and in its original condition within 30 days for a prompt replacement, exchange or refund. These terms do not affect your statutory rights.
Q. Can I return the product/s if I don’t like it/them?
A. If you return a product because you have simply changed your mind, it must be unused and in perfect, re-saleable condition (including all parts, accessories, instructions and packaging etc), otherwise we will not be able to refund you. A refund will not be issued in respect of the original delivery charge and returns postage.
If you have received one of our products, we are still just as happy to exchange unwanted, faulty or defective products. If a refund is required however, please note that we can only issue a refund for the purchase price for items bought to the original purchaser.
Q. My order has arrived damaged – what do I do?
A. Please either call us on 01604 780525 or email us at email@example.com and we will advise you on the best course of action. Please ensure you report any damage promptly, within 7 days of receiving the delivery.
Q. An item is faulty - how do I return an item?
A. If an item is faulty or defective, or we have made an error with an item, please email us at firstname.lastname@example.org within 30 days of receiving the delivery box, and we will arrange the return of the faulty item and send out a replacement item for you.
Q. I've received the wrong order - what do I do next?
A. Please either call us on 01604 780525 or email us at email@example.com and we will advise you on the best course of action. Please ensure you report any problems promptly, within 7 days of receiving the delivery.
Privacy and Security
Q. Is your site secure?
A. Payment card details are encrypted using 128 bit encrypted SSL (‘Secure Sockets Layer’) for maximum security. All credit card transactions are handled through the UPG (Universal Payment Gateway) facility provided by Secure Hosting Ltd, a specialist online payment processor. The UPG employs the latest industry standard encryption technology to keep our customers personal information safe. The UPG guards and transacts payment onto our acquiring bank, Lloyds Cardnet, using advanced verification and anti-fraud technology.
Q. What information do you hold about me?
A. When you purchase something from us, you will have given us your name, email address, phone number, address and card details. If you have asked us to send an order direct to a recipient you will also have given us their name and address. This information is only used in order for us to deliver the products and to contact you if there is a need.
We keep a history of the orders you have placed with us so you can see your past purchases.
Q. What are ‘cookies’?
A. ‘Cookies’ are alphanumeric identifiers that are transferred to your computer's hard drive through your Web browser. This means that we can recognise and greet you when you revisit our site and allows you to store items in your Shopping Basket between visits.
Q. What are Cocoon Collections obligations according to the WEEE Directive 2006?
A. As a distributor of EEE Cocoon Collection Ltd must facilitate the take-back of household WEEE from UK consumers. We are not a member of the Distributor Take-Back Scheme but we offer a free take-back service of any item purchased from us only if you are replacing this item with an equivalent item from us a direct replacement. Please ring on 01604 780525 for more details.
You can now recycle your old electricals with us. If you’re buying a new electrical item, we will recycle your old one for free.
Why recycle? Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.
We can help. We are pleased to offer our customers the chance to recycle their old electrical items. As a distributor of EEE Cocoon Collection Ltd facilitate the take-back of household WEEE from UK consumers. We are not a member of the Distributor Take-Back Scheme but we offer a free take-back service of any item purchased from us only if you are replacing this item with an equivalent item from us a direct replacement. Please ring on 01604 780525 for more details.
To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.
What is WEEE? The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like-for-like basis.
Find more information on WEEE recycling, and locate your local recycling centre, at www.recyclenow.com.